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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8947 Ideas

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Contributor
mellestadContributor

Metrics over time for all categories of dataClosed

Most reports are not able to display trends, other than curated reports.We need to be able to make graphs of data over time for helpdesk performance analysis.Right now there is no way to capture this data other than manually exporting snapshots of current state and graphing them in Excel.The curated report for Helpdesk At A Glance has a lot of this data and you can see some trends but no graphing.

0
Contributor
7 years ago
Apprentice
gohioApprentice

Captcha on Popup Widget Not DisplayingClosed

Hi. I've configured the Feedback Widget popup to use on a sister website though our support portal. I enabled captcha and the popup widget code updates accordingly. However, I am able to submit tickets without captcha on both the widget setup page and through my website.Here's some sample code (I removed the value for URL for this example on purpose):<script type="text/javascript" src="https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js"></script> <script type="text/javascript"> FreshWidget.init("", {"queryString": "&widgetType=popup&captcha=yes", "utf8": "✓", "widgetType": "popup", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#006063", "alignment": "4", "offset": "235px", "formHeight": "500px", "captcha": "yes", "url": "<REMOVED>"} ); </script> Is this a known issue?

0
Apprentice
7 years ago
Contributor
freshdesk1Contributor

Allow selected agents read only access to tickets that are either closed or in other queuesClosed

We would like agents to be able to search all queues but not edit the tickets in them. Similarly agents should not be able to edit tickets of a selected statuses, eg. read only access.

0
Contributor
7 years ago
Contributor
freshdesk1Contributor

Allow URLs in Requester widget to be converted into short linksClosed

Currently long URLs wrap over multiple lines and open in the same window. Would be good to use some sort of BB code to change the long URL to a shorter one, with an option to open in a new window.

0
Contributor
7 years ago
Contributor
freshdesk1Contributor

Allow notes field displayed in Requester widget to retain newline charactersClosed

Currently Requester widget removes newline characters.

0
Contributor
7 years ago
Apprentice
adam_smeetsApprentice

Project PermissionsClosed

Currently, all project permissions are open to users/roles with the ability to access the project system. Individual permissions should be available on a project-by-project basis so that you can maintain private projects or access-based rules.

4
Apprentice
7 years ago
Apprentice
rhoApprentice

Edit type in ticket overview windowClosed

With reference to this solution: https://support.freshdesk.com/support/solutions/articles/230247-customized-table-viewI'd want to submit our wish to be able to edit Type as well. It seems to be possible to edit most of the important fields, but not this. 

0
Apprentice
7 years ago
Skilled Expert
patricksawyerSkilled Expert

Feedback on appsClosed

The apps marketplace should have the ability to leave feedback on applications. I would like to see upvote and downvote options as well as user comments. The user comments portion would be particularly helpful if there is something special that is required to get the app working. There are also some apps that are buggy or don't work correctly. We should have a way to warn other users.

0
Skilled Expert
7 years ago
Contributor
justin_15549Contributor

Service Request ImprovementsClosed

Need to be able to link a SR to an INC. If no, why not? Need to be able  to link a SR to a Problem. Is no, why not?Need to be able to link a SR to a Project. If no, why not?Need a way in the GUI (MSP mode) to create a new SR. All I can do right now is create a new INC that I have to later change to a SR. Seems like a waste of clicks if I know up front that I need to generate a SR. 

0
Contributor
7 years ago
Apprentice
james.pyeApprentice

Ability to "Pick Up" a ticket once you have clicked on itClosed

As title suggests.Thanks!

1
7 years ago
Apprentice
hunterbApprentice

Ability to organize Service CatalogClosed

It's nice to reorganize the categories, but we cannot organize the items themselves on the overall page. Instead they are listed by alphabetical order and are not helpful for our requesters.If we could also have them grouped or put into sections by category , this would be helpful as well.Thanks,Bryan

2
7 years ago
Contributor
emmanuel.doussinContributor

Filter by creation date the result of a searchClosed

Hello, In the evolutions could you plan to allow to filter by creation date the result of a search for a duration longer than 60 days? It would be useful to be able to specify a date range. Thank you.

2
Contributor
7 years ago
Contributor
martin.huggettContributor

Search tickets by custom company fieldClosed

Hey,I'm trying to search tickets based on a certain company field that we have created but other than creating over 20 dispatch'r rules, I can't find any easy way of doing this - anyone able to help?To give you an idea of the use case, we have regions for the companies created in Freshdesk so have added this as a custom company field. Now I want to be able to see all tickets relating to companies in one of those regions.Any ideas?Thanks

0
Contributor
7 years ago
Apprentice
ben.lagasseApprentice

Integration Request - WrikeClosed

We would like to request an integration with Wrike (wrike.com) cloud-managed Project Management solution.

12
7 years ago
Contributor
len.smithContributor

Support Ticket-based To-DosClosed

Currently, you support the creation of To-Do entries that are associated with a Contact.  We have a need to create a To-Do that is associated with a ticket.  For example, in the example below, we might want to create a To-Do that reminds us to follow-up with the customer when they return from vacation.

0
Contributor
7 years ago
Contributor
jill.cantrellContributor

Set the livechat window to auto open when a user hits the pageClosed

Is there a way (not the 15 second delay proactive chat) to have the chat widget automatically open immediately when a user lands on the page?  Is there a way to adjust the widget code to do this?  We are using Freshdesk and this is the integrated livechat widget, not through "Freshchat". 

7
7 years ago
Apprentice
kyle_18954Apprentice

Canned Response in General ReplyClosed

Hi! I can't seem to find the answer to this.  When a new ticket comes in and I hit reply, I really dislike that it uses the full first and last name.  I have found the "Canned Responses" but it only allows me to change the auto-respose email and make new responses.  How do I make the default response just "Hi .fristName" and then let me reply?  I have having to delete the last name from every response.  Thanks!

2
Apprentice
7 years ago
Apprentice
felix.brandApprentice

Shopping Cart for Service CatalogClosed

Hi,is it possible to implement a shopping cart for the service catalog feature? In the future our workers should order their equipment (laptop, softshell jacket, etc.) via the service catalog.Unfortunately in the current version our workers have to select every item single handedly and request it.Also there is no option for multiple prices for a specific item. E.g. if our worker wants to order 5 jackets for his team, he needs 3x size M jackets, 1x size L jacket and 1x size XL jacket. This should be configurable for a service article.

2
7 years ago
Apprentice
dario.vernelliApprentice

Requester groups into "group by" reportsClosed

Hi everybody,do you think that it should be possible adding "Requester groups" as a field into reports ?Actually "Group" field exists, but it is referred to "Agents Group" and I can made a "group by" only with agent group.Thanks for your replyDario

0
Apprentice
7 years ago
Skilled Expert
martin.jSkilled Expert

Send Canned Responses using Scenario AutomationsClosed

It would be great if Scenario Automation could send a canned response email.Currently, you need to manually create the email PER Scenario Automation, whereas would be great to link / use an already created Canned Response within a Scenario Automation.

0
Skilled Expert
7 years ago
Apprentice
ejgennrichApprentice

Reporting on Multi-select contact fieldsClosed

We would like to report (i.e. charts) on number of contacts with X-characteristic, which is a multi-select field. For example, we're interested in at-a-glance for how many of our contacts speak a language other than English. A contact speaks 3 languages, English, Spanish and ASL. We are unable to create a report with a chart says 'show me # of contacts that speak Spanish' because we CANNOT report on count of a multi-select field!We have many such custom fields where a multi-select value makes sense: licensure type (contacts can have more than one type of active license), client age preferences (contacts can treat multiple segmented age ranges), communication preferences (contacts may not have a preference between phone/email), etc...

0
Apprentice
7 years ago
Apprentice
erothweilerApprentice

Forwarding TicketsClosed

Is there a way to hide the information in the ticket when you forward the message. our process is we create a ticket for our client and then Forward to the 3rd party to perform the work but we DO NOT want them to see our discussion with our Client, but want to keep it within the same ticket. Is there a way to hide or conversation with our client and still forward to the 3rd party?

1
7 years ago
Contributor
martin.huggettContributor

Quality Check tickets before they are sentClosed

Hi all,We have a requirement to be able to quality check our tickets by another agent before they are actually sent out to the customer. Does anyone know how we could achieve this?Thanks

0
Contributor
7 years ago
Apprentice
mvaneijgenApprentice

Schedule emailsClosed

I'm testing out the schedule emails like one of your support staff recommended in this post https://support.freshdesk.com/support/discussions/topics/3451/page/2?url_locale= (Aravind S)There are only a few problems with this. When the email is send the team members name is put in the `{{ticket.latest_private_comment}}` eg "Mitchel: " how do I remove this I want only the comment to show up, not who wrote it. Example: There will be no activity shown within the freshdesk dashboard. I would like to see "Supervisor ran action on email X"Overall I'm agreeing with the rest of the people in the original thread that it should be possible to just schedule a email within FreshDesk and send it on day X and time Y instead of having to jump through hoops and somehow calculate the X number of hours from now you want to have it send. 

0
Apprentice
7 years ago
Contributor
reese.freemanContributor

API - Create Child TicketClosed

I had a similar request with the hopes that the Scenarios tool might be updated to have this feature. I just saw today that API v2 is being developed, but the one thing I really hoped would be there is a field for parent_ticket or the like. The idea here is that our organization uses a parent ticket to create many child tickets for each action that must be performed for that parent (Tasks are not an option as they are very poorly made visible to agents). Example scenario with the API: 1. A ticket comes in for a new employee 2. Using the API and some web or desktop tool I've created, I create a series of child tickets (typically 8 for new employees) just by pressing one button! It would GET the info from the parent and put what I want in to the child, and the children would have an API field that says parent_id = *that new employee ticket id*

1
Contributor
7 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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